How do help our client to deliver seamless digital experiences for their customers?

The UK insurance market has traditionally been a cyclical business, prioritising products and renewals over customers and their needs. Today’s customers are digital-first, expecting easy-to-use apps, seamless service and personalised products. One of the UK’s largest insurance groups, writing business across multiple sectors for consumers and businesses, with dozens of partner companies knew they were playing catch up. They wanted to develop a single view of their customers across multiple products and suppliers to provide better service and support, and to lay the foundations for more personalised products. Baringa helped them transform their digital platform to capture market share and lead the industry.

From back office to data architecture and customer experience - we covered every base

To cover all aspects of this project, we assembled a multidisciplinary team covering technology transformation, data, analytics and AI and customer experience. We needed to transform our client’s approach to their customer data, shifting the focus from products in silos to orienting themselves around the customer.

We began by scoping out the strategy for the project – the business case, transformation plan and the technical and design decisions we would encounter. We presented our strategy and then developed a new and prototype for the client’s platform using the latest data architecture and engineering standards.

As lead advisors we coordinated multiple stakeholders across supplier teams, internal client teams and third parties. As an embedded team, we worked side-by-side with our client’s teams, sharing our insights, ideas and experience. Where we saw gaps in knowledge, we trained teams on the technical and engineering skills they’d need to manage the platform after the project finished. If there were gaps in experience, we advised on recruitment for new roles, always looking to make sure that we developed the capabilities to future proof our client’s team.

Laying the foundations for digital success

We’re now building the platform with our client, creating the foundation on which they can launch apps to allow customers to manage their experience in one place. With this in place, our client will be able to offer more personalised products and services to their customers. We’ve driven a new consensus on how our client should operate, and empowered them to defend and build their market share.

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